Position Summary
The Technician Tier-1 of the 24x7 Service Desk, is to deliver efficient, responsive, and effective resolution of global application issues while supporting customers enterprise wide utilizing diverse customer service channels such as: phone, online, and chat technologies. They will also need to work in close coordination with IT team members abroad to escalate incidents that cannot be resolved by them and ensure that users receive seamless resolution of their day-to-day problems.
Outcomes and Accomplishments
As a Technician, Tier 1 Support, you will:
- Serve as first point of contact to customers seeking technical assistance via phone, email, and chat.
- Perform remote troubleshooting through diagnostic techniques and pertinent questions
- Managing the Service Desk queue in a professional and consistent manner that ensures user incidents, requests and queries are dealt with efficiently.
- Maintaining a high level of customer awareness and focus by communicating regularly with other Service Desk team members and IT teams.
- Escalating incidents and / or requests to the Service Desk Team Leader or resolver groups when required.
- Ensure IT compliance for global infrastructure services.
- Level 1 user account management for entire applications hosted (Onboarding user, Offboarding User, License allocation et).
- Use the support database for handling the Service Requests and Incidents.
- Resolve issues like from basic account lockout and password reset to complex application issues.
- Categorize the tickets accurately and summarize status and document the detailed troubleshooting steps performed before forwarding to next level.
- Ability to interact well with employees, vendors, and customers.
- Research and evaluate problems or technologies outside current knowledge or experience.
- Create knowledge article documentations as required.
- Maintain ticket quality by updating all the required steps.
- Help troubleshoot and perform RCA of business application issues and resolve as many incidents as possible at the first level support.
- Other duties as assigned.
What You Bring:
- 2+ Years experience with Enterprise level IT support, preferably in IT TIER 1/Service Desk
- Excellent troubleshooting skills and technical support. Experience in working with highly collaborative environment and proven knowledge.
- Experience in Incident and service ticket handling end to end
- Experience in interfacing directly with customers over phone, e-mail for issues reported. Must have excellent interpersonal and written communication skills.
- Hands-on with Linux and Windows Operating Systems/Servers
- Proficiency with MS Office suite.
- Good knowledge or hands on knowledge of Active Directory.
- Microsoft O365 basic management
- Level 1 troubleshooting and remote recovery of incidents reported
- Level 1 software installation and troubleshooting
- Hands-on with communication tools like Teams, Slack, Bomgar and other applications etc.
- Hands-on with ticketing and knowledge management tools like Jira, Wiki, Confluence etc.
- Critical incident bridge coordination and notification
- CAB call participation and notification
- Fundamental knowledge of network routers, switches, firewalls and troubleshooting techniques.
- Knowledge of ITIL fundamentals and preferably on Incident Management.
- ITIL certification is an added advantage.
- Willing to work in a 24/7 rotational shift, must be resourceful, able to adapt to new situations and to work in a fast-paced, rapidly changing environment.
Benefits
- You will be part of a global diverse support team.
- You will have the opportunity to make an impact for the organization, and for the customers.
- You will have opportunities to further grow your skills and grow within the company.
- You will have the opportunity to expand your professional network.
Equal Employment:
Deluxe is committed to inclusivity, fostering an environment where every employee feels comfortable bringing their full selves to work. It is our policy to provide equal employment opportunities to all applicants and employees. Applicants will receive fair consideration for employment without regard to, and will not be discriminated against, based on race, colour, religion, creed, national origin or ancestry, sex, age, or any other discriminations.
